Reset Exam Attempt at SCORM Level

Hi Philip!

It sounds like your learners are getting stuck in the middle of taking an exam. Then, the LMS is not allowing the learner to re-open the course and complete the exam, is that right?

What happens if the learner switches web browsers? Can they re-open the course using a new browser?

On the Storyline side, there are a few things you can check to be sure the learner doesn't get locked out:

• Set the resume behavior to Prompt to Resume
• Give learners more than one attempt to complete the quiz 
• Let learners know when they lose their internet connection

Beyond that, if you need to make adjustments to your LMS settings, you'll want to consult with your LMS administrator for next steps. 

Hi Alyssa,

We've only had this happen to two users and each on a separate exam. The LMS lets them reopen the course, but they cannot move past the question they got stuck on or answer other questions.

We have one exam set at two attempts already.
- This one is set to always resume where left off, otherwise, we lose the ability to restrict to two attempts.

The other exam is set at one attempt because it is used for hiring employees in at a higher level title and higher pay rate.
- This one is also set to always resume where left off so no one goes in and tries to take it multiple times. Before this we had it as prompt to resume and we had a few users take it in-person proctored by a manager, then go home and take it multiple times themselves and end up getting a higher score and trying to tell us that was their first attempt and that they are ready to start at the higher level. We had to eliminate this possibility.

I emailed the LMs to see if it send info to notify of lost internet connection.
However, this requires a slight html adjustment, which I am not sure if we are comfortable doing since none of us are computer language literate.

It's not an LMS setting. It's the SCORM itself creating this issue.
Thanks for your help!

Thanks for the additional information Philip.

• Is there anything in common with the two users that experienced the issue? Environment or browser perhaps?
• How many is the course successfully working for?
• Are you able to replicate the behavior in SCORM Cloud as well or is the issue limited to your LMS?

Would you be able to share your .story with our support team here so that we can take a look and attempt to replicate with your details?

Which LMS do you use, you should be able to delete the user attempt and thereby reset their account.

Correction., it was only one user affected. The other was a different issue.

Leslie, this SCORM file has had no issues with the other 50-60 people who have taken the exam.
The issue doesn't happen in SCORM Cloud. I will share the file but not sure it's worth it if it's only caused a problem for one person thus far.
Thank you!

Phil, we use Wisetail.
I have reached out to them as well to see if they can be of help.
Thanks.

As a side note:
The thing I have found very frustrating though is that we have had several issues lately that Articulate insists are LMS issues and they actually ended up all being Articulate issues.
It seems like Articulate wasn't really built for exams. We've had to come up with many workarounds to get our exams to function properly. The way we want our exams to function seems very logical, and I am surprised that there isn't an easy setup/solution that doesn't require so much back and forth communication plus trial and error to get set up and working.

Hi Philip,

It looks like you may have discussed this issue with my colleague Michael as well. If it's only one learner whose stuck or attempts aren't being recorded that points to an issue with that individual learners account or how they're accessing it. I'd suggest following Phil's suggest to delete that individuals attempt and allow that to reset it. 

I'd also check what browser or device they're accessing the course on, and that it meets the requirements outlined here.

If we can be of any other help, don't hesitate to let us know!

Hi Ashley,

How do you delete an attempt at the SCORM level?
If we delete module completion, his record still shows in the SCORM session report and therefore isn't allowing him to have another attempt.
Thanks.

Deleting the attempt would sit in the LMS not inside the course. Can you delete the scorm session report? This is not something you can do from inside the scorm module itself.

Hi Phil,

I can delete module completion, but that doesn't take care of it.
How do you delete the attempt or scorm session report?

I don't see where to do that.
Thanks for your help.

This is really dependent on the LMS in a past life I managed a Moodle LMS and to reset a user we would delete the user attempt which would allow them to do the course again, I have never used Wisetail but there must be a way to reset a scorm attempt if it gets locked (perhaps not).

Hi Phil,

Michael Marcos from Articulate got back to me with some examples of what this might look like on other LMS systems.

Unfortunately, there isn't anything like this showing on the admin side of Wisetail for me at the moment.
However, I am waiting to hear back from them. Perhaps this is a feature they can turn on for us. If not, I will definitely request it as a future feature.

Thanks again to all for the help and support.
I appreciate you for being amazing community members!